This week we talk with the CEO of Wicket Labs, Marty Roberts. He discusses a better way to measure customer lifetime value, opening the AI black box, and how the attention index can uncover hidden gems in on-demand video libraries.
Chapter 1: About Wicket Labs (1:00)
Wicket Labs provides video business intelligence services to streaming service providers. A key parameter that Wicket Labs uses in its intelligence platform is called the customer happiness index, or CHI.
Chapter 2: Refining Customer Lifetime Value (1:30)
The usual way to calculate customer lifetime value (CLV) is to take average revenue per user per month and divide it by churn. However, Mr. Roberts says you can calculate a better CLV using survival curves.
Chapter 3: Opening the AI black box (3:30)
Artificial intelligence/machine learning algorithms use many different parameters in deciding or making a recommendation. Frequently, it is next to impossible to understand exactly how the algorithm arrived at the conclusion it provided. Wicket Labs is moving to address this with an interpretability engine.
Chapter 4: Using the attention index to uncover hidden gems (5:20)
Mr. Roberts explains how Wicket Labs calculates the attention index. He also explains how it can be used to find content that few people know about but those that do love. It can also be used to find heavily promoted content that many people try but few people finish.
Using the attention index properly can boost engagement and customer happiness.
Chapter 5: On the effectiveness of free trials (7:20)
Mr. Roberts reveals how effective free trials are as a customer acquisition tool.